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Broadband not really broadband at peak times?

  • 30-03-2015 11:00pm
    #1
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭


    Around 8pm - midnight every day I get low download speeds and high pings. At all other times it's perfect 12Mbs download and 25ms ping to local services. I've had Eircom dsl for years and had been very happy with it. Because I live about a mile from the exchange I don't get the fastest speed available but up until now it had always been a stable and reliable service. At off peak times it's perfect.
    I've added images of what my connection is like at peak times. As you can see from the tracert the problem is within the Eircom network. 


«1

Comments

  • #2
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Here's some images of what my broadband is like during offpeak.
    As you can see it works perfectly. Low ping and maxing out the speed my line can sync at.


  • #3
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Hi tuxy

    Please feel free to PM me your eircom account number & I'll look in to this for you

    Thanks
    Al


  • #4
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Ok, PM sent


  • #5
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Ok, PM sent
    Thanks tuxy

    I'll be back to you as soon as possible

    Cheers
    Al


  • #6
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    I don't know if this is part of the same problem but I've had no internet since 5pm today. The dsl light is on but I don't get any wan ip.


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  • #7
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    tuxy wrote: »
    I don't know if this is part of the same problem but I've had no internet since 5pm today. The dsl light is on but I don't get any wan ip.
    Hi tuxy, 

    I'm sorry to hear your service went down. Al advised you of some issues you may encounter yesterday evening. 

    The service should be back up and running now for you.

    Thanks 

    Tracey 


  • #8
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Yes it's back now thanks. Is there any update on my original problem?


  • #9
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    tuxy wrote: »
    Yes it's back now thanks. Is there any update on my original problem?
    Ok perfect, I'm glad to hear it. 

    This is still being investigated for you by the support team, as soon as I hear back I'll update you. 

    Thanks

    Tracey 


  • #10
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Hi tuxy

    Can you please run a speed test and confirm if you notice an improvement with your speeds?

    Thanks
    AL


  • #11
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Everything is good right now like it always was at off peak times. I'll test again around 9pm this evening to see if it's still good.

    Thanks.


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  • #12
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Everything is good right now like it always was at off peak times. I'll test again around 9pm this evening to see if it's still good.

    Thanks.
    Thanks tuxy - Keep me update please

    Cheers
    Al


  • #13
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Update, so as I said earlier my connection was good 13Mbs download and 25ms pings to local servers.
    Now at 9pm I'm getting less than half that speed and high pings as I always do in the evenings so no change there unfortunately. My main concern is ping time as high ping makes it very difficult to play game online. As you can see from the tracert the problem is located within the Eircom network. I've attached screenshots of what my connect is like right now.


  • #14
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Update, so as I said earlier my connection was good 13Mbs download and 25ms pings to local servers.
    Now at 9pm I'm getting less than half that speed and high pings as I always do in the evenings so no change there unfortunately. My main concern is ping time as high ping makes it very difficult to play game online. As you can see from the tracert the problem is located within the Eircom network. I've attached screenshots of what my connect is like right now.
    Hi tuxy

    I'm sorry to hear of this, having raised this with technical support again the best advice they could offer me is to ask you to contact them when indeed the issues occur again as they will need to run tests in real time (when the issues occur). I'm sorry I can't do more for you on this Tuxy.

    Thanks
    Al


  • #15
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    I'd say 10pm would be the best time to check that's when my connection is at its worst.
    What's the best way to contact support at that time?


  • #16
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    I'd say 10pm would be the best time to check that's when my connection is at its worst.
    What's the best way to contact support at that time?

    Hi Tuxy,

    Technical support close at 10pm I'm afraid, as you previously advised that the issues begin at 8pm I would recommend calling at approximately 9.15 or 9.30 juts so they get a better idea of the extent of the impact.

    Thanks
    Al


  • #17
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Hi Alan,
    Something very strange is going on can you look into it for me?
    I called support last Friday and was told they would look into the problem this week.
    Around that time our home phone stopped working. We get the automated message saying there is no service on the line.
    This morning we got a letter about a connection fee to Eircom Broadband. We have been using Eircom broadband for at least 8 years so why would we get a letter about a connection fee now?
    After spending over an hour on the phone trying to sort the problem I'm told the old way to get our phone service back is to sign up as a new customer.
    We have gone ahead and done that as we don't want to be with out phone service.
    The sales person said there was no record of a cancellation request but is showing up as no service on the line.
    He was really surprised we had broadband still since the system says there is no service.
    I'm really confused and would like to know what's happening.


  • #18
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Hi Alan,
    Something very strange is going on can you look into it for me?
    I called support last Friday and was told they would look into the problem this week.
    Around that time our home phone stopped working. We get the automated message saying there is no service on the line.
    This morning we got a letter about a connection fee to Eircom Broadband. We have been using Eircom broadband for at least 8 years so why would we get a letter about a connection fee now?
    After spending over an hour on the phone trying to sort the problem I'm told the old way to get our phone service back is to sign up as a new customer.
    We have gone ahead and done that as we don't want to be with out phone service.
    The sales person said there was no record of a cancellation request but is showing up as no service on the line.
    He was really surprised we had broadband still since the system says there is no service.
    I'm really confused and would like to know what's happening.
    Hi tuxy

    Can you take a phone call?

    Thanks
    Al


  • #19
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Yes, I will mail you my mobile number


  • #20
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Yes, I will mail you my mobile number
    Thanks for taking my call tuxy

    Please get back to me whenever you wish

    Thanks
    AL


  • #21
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Will do, thanks for sorting my problem so swiftly.


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  • #22
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Will do, thanks for sorting my problem so swiftly.
    No Problem at all tuxy

    Al


  • #23
    griffzinho
    Registered Users Posts: 125 ✭✭griffzinho


    My line is congested. Every night during peak times I get a fraction of my day time download speed. Typically 20% of my speed. 
    I am paying for uncongested broadband so this is not acceptable. Can you look into it asap please (Eircom Rep)


  • #24
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    I've been meaning to post an update on here. I'm still having the same problem in the evenings. My connection is perfect at off peak times, probably a little better than it was before, 13Mbit download and under 25ms pings. But peak time is still as bad as it has been for months.  I'm getting 2-6Mbit download and 100ms between 8pm and midnight. 
    When I talked to technical support last Friday I was told I was not in a congested area but what else could explain consistently having this problem at the same time every day? 
    Technical support told me they would get back to me on Wednesday but I have not heard from them. Maybe having a different account number has something to do with that. Al how should I proceed from here?

    griffzinho what part of the country are you in? I wonder is this a wide spread problem or just something in certain areas, I'm in North Tipp.


  • #25
    griffzinho
    Registered Users Posts: 125 ✭✭griffzinho


    Hi, I'm based in Clonakilty. It's defo a contention issue. It's only at peak times that my connection suffers. I fear we are being lied to about 'uncongested' broadband. 

    It is so obviously not uncongested unfortunately. 

    The thing about it that is that peak time is also the time we want to use it (as does everyone else).

    Can someone please sort this out asap. €53/month for this service.


  • #26
    tinyk68
    Registered Users Posts: 232 ✭✭tinyk68


    Tuxy I'm in South tipp and have been through the exact same problem with eircom. Having spent three weeks talking to tech support and being told my line wasn't congested an engineer was sent to check it out. He said that there are four hundred people on the one line at an older exchange and the line just couldn't cope. By the way, at peak times our download speed is 0.2 mbs and ping could be 400. When I asked eircom what could be done they said I would just have to wait until the line was upgraded but they couldn't give me any idea when that might happen. I hope you get your problem sorted but I wouldn't hold my breath.


  • #27
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Hi Al, I sent you a pm about the bill I got for my old account number. I can't remember what you told me to do with it. 


  • #28
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Hi Al, I sent you a pm about the bill I got for my old account number. I can't remember what you told me to do with it. 
    No worries tuxy

    I'll be back to you shortly, are you able to take another call?

    Cheers
    Al


  • #29
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    eircom: Alan wrote: »
    tuxy wrote: »
    Hi Al, I sent you a pm about the bill I got for my old account number. I can't remember what you told me to do with it. 
    No worries tuxy

    I'll be back to you shortly, are you able to take another call?

    Cheers
    Al
    I'm free for the next 20 mins if you can call if not I can take a call on Monday.


  • #30
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    eircom: Alan wrote: »
    tuxy wrote: »
    Hi Al, I sent you a pm about the bill I got for my old account number. I can't remember what you told me to do with it. 
    No worries tuxy

    I'll be back to you shortly, are you able to take another call?

    Cheers
    Al
    I'm free for the next 20 mins if you can call if not I can take a call on Monday.
    Thanks for taking my call tuxy

    Al


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  • #31
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Things were looking up today after a terrible weekend I had a good connection up until 19:30. But that didn't last unfortinatlly and I'm getting 1.7 mbit right now.

    Eircom tech support called me today and told me they tested my connection at peak time over the weekend and there was no issue at all. I explained that this weekend was very bad and he seemed sceptical. I'm unsure if Eircom have a poor testing policy or just blatantly lie about the the situation.

    I was always under the impression that changing provider would be a bad as it's just a resold Eircom product but I have no other choice. I'm calling Vodafone tomorrow. Even if their service is as appalling at least it's a bit cheaper. 
    I've included a speed test screenshot of my current speed, as said before I always get 13mbit at off peak times yet Eircom tell me there is no congestion problems. 


  • #32
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Just a quick update to this it's almost midnight and my connection is good again. No use to me as I'm about to go to bed.
    HOW can technical support continue to say there is no congestion issue?


  • #33
    jay93
    Registered Users, Registered Users 2 Posts: 3,323 ✭✭✭jay93


    They know it is they just don't want to admit to it most likely changing providers won't help it might even get worse . Mine syncs at 16.7Mb/s but I only get 14Mb/s in the evening it might drop down to around 9-10Mb/s but it hasn't gone any lower than that . My exchange is been worked on for efibre not expecting great speeds from that really as I'm 1KM from the exchange but anything will be better that what I got now .


  • #34
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    I have to admit I am a bit worried about switching especially since Eircom have messed up my account and at least my internet is usable at off peaK times. For all I know I could end up on a more congested port with vodafone. 
    It sounds like you are getting a much better service than me jay, 13mbit that becomes 1.7 is some serious congestion.
    My exchange is due an upgrade to efibre, I can't get it as I'd say my line is about 2km long. 
    Do you know if they will be upgrading capacity at the exchange when it's upgraded?
    It might even make things worse. :(


  • #35
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Serious stability problems again tonight, high pings and low download speeds with the problem peaking around 10pm as usual. I will keep a log of my connection on this thread if that's useful. 
    It's definitely not congestion as far as technical support is concerned. 
    Alan you advised me to make some kind of official complaint about the issue when we last spoke. I'm unsure where I should be making this complaint, is it to comreg?


  • #36
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Alan I've just had an engineer call to my house. My line is perfect as I expected. He made a phone call and could confirm that the problem is congestion. He said they are aware of the problem but there is no plan in place to fix it. He seemed to think the problem may be with Limerick or Portlaoise not Nenagh.
    This followed the pattern I expected, technical support denying the congestion problem but when a customer finally gets an engineer out to the house they are willing to confirm that the problem is congestion. 
    He said that he could give me know further information, can you please find out when this known widespread problem will be fixed on the Eircom network.
    At what point in the future will Eircom once again provide uncongested broadband? 


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  • #37
    tinyk68
    Registered Users Posts: 232 ✭✭tinyk68


    This is exactly what happened to me. Eircom could not give me any timeline for the upgrade of the exchange in my area. I switched to Vodafone a week ago. So far, so good. The speed test results are a little faster, although not much but the ping is a lot better and pages are loading faster on phones and laptop. It's also cheaper. I think it's awful to be given the runaround in this way from Eircom in this way. I thought it was just me but you're telling my story so it's obviously happening to you too. Good luck with your complaint.


  • #38
    griffzinho
    Registered Users Posts: 125 ✭✭griffzinho


    I would advise anyone experiencing congestion to contact the National Consumer Agency and make a complaint and also to contact COMREG in order to make a complaint there as well. 

    Customer service is not the answer.


  • #39
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    That's what I will probably end up doing.
    But to be fair to Alan the two times I talked to him on the phone he was helpful.

    There are a few things I would like to know.

    Why did technical support tell me there was no congestiuon issues when it is known that there are?
    Why was my line moved to a different port if the congestion problem is not at my exchange?
    Why did Eircom waste the time of an engineer, there was no need for him to call to my door to tell me there was congestion problems on the Eircom network?
    Why is there no date set for a resolution of this congestion issue?
    When will I have my normal service resumed?
    Will Eircom be removing the uncongested claim from their adverts and banner on their site until this matter is resolved?

    Alan can you keep me updated on this as you are the only member of Eircom staff that has beem reasonable to deal with?


  • #40
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    That's what I will probably end up doing.
    But to be fair to Alan the two times I talked to him on the phone he was helpful.

    There are a few things I would like to know.

    Why did technical support tell me there was no congestiuon issues when it is known that there are?
    Why was my line moved to a different port if the congestion problem is not at my exchange?
    Why did Eircom waste the time of an engineer? There was no need for him to call to my door to tell me there was congestion problems on the Eircom network.
    Why is there no date set for a resolution of this congestion issue?
    When will I have my normal service resumed?
    Will Eircom be removing the uncongested claim from their adverts and banner on their site until this matter is resolved?

    Alan can you keep me updated on this as you are the only member of Eircom staff that has beem reasonable to deal with?


  • #41
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Alan my new bill came for my new account number and I was charged a connection fee yet again. You promised me in two seperatate phone call that this would not happen. What is going on?


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  • #42
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Alan my new bill came for my new account number and I was charged a connection fee yet again. You promised me in two seperatate phone call that this would not happen. What is going on?
    Hi tuxy

    Please PM me your new account number and I'll check this out for you. Sometimes under "service and connection charges" it may look like a connection charge but in reality it's a service charge for the period of when service was active to the beginning of the billing date (see top of bill and note that the bill is in advance of one month. Again, feel free to PM me the new account number and I'll look in to this further,

    Thanks
    Al


  • #43
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    €128 for line rental and broadband for one month(13 May - 12 June) when I subtract call charges. That can't be right.
    PM sent


  • #44
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    €128 for line rental and broadband for one month(13 May - 12 June) when I subtract call charges. That can't be right.
    PM sent
    I am aware that this is a matter of concern for you tuxy however I will need to request clarification on this and get back to you later today.

    However at this moment in time the charges are not for just one month they are for (see service and connection charges) it is for almost two months beginning from line installation of 13th of April and broadband from 14th of April.

    I will get back to you with more information later today

    Al


  • #45
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    That makes sense thanks. 
    Are you still looking into why an engineer called to my house to tell me my problem was in fact congestion and it is a know issue but no date is set to resolve it.

    This is how my broadband package is described on the Eircom website

    We say "up to" because the broadband speeds your line can receive may vary - this can depend on factors such as how far you are from your local exchange. With our uncongested Broadband you will not share your broadband connection with other internet users in your area - even at peak hours of the day! This ensures you will always receive the fastest speed your line can support and delivers a consistent online experience for you.
    My line synchronises at 15Mbit, I get this speed at off peak times but can never get it at peak times.

    Can you confirm I am on this product?

    https://www.eircom.net/broadband/ngbProductDetails


  • #46
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    That makes sense thanks. 
    Are you still looking into why an engineer called to my house to tell me my problem was in fact congestion and it is a know issue but no date is set to resolve it.

    This is how my broadband package is described on the Eircom website

    We say "up to" because the broadband speeds your line can receive may vary - this can depend on factors such as how far you are from your local exchange. With our uncongested Broadband you will not share your broadband connection with other internet users in your area - even at peak hours of the day! This ensures you will always receive the fastest speed your line can support and delivers a consistent online experience for you.
    My line synchronises at 15Mbit, I get this speed at off peak times but can never get it at peak times.

    Can you confirm I am on this product?

    https://www.eircom.net/broadband/ngbProductDetails
    No worries tuxy

    Yes, I have escalated this (reports of congestion) to our operations teams and as soon as I have more information I will of course let you know right away. I have escalated this beyond the level of a normal line fault so unfortunately I cannot offer you a time frame of when I may have more information.

    Thanks
    Al


  • #47
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    I understand that Alan but Eircom have been wasting my time for almost 2 months now. Why tell me it's not congestion and change around ports at the exchange when it's a wider congestion problem?

    I'm still having problems with the new bill. We wanted to keep everything the same. Before you called me to reconnect my phone that time we were told the only way to get service back was to setup a direct debit so my mother gave her bank details. You assured us everything would continue as before. However now a direct debit has been taken from her account. 
    Alan can you explain what exactly is happening? All this because I wanted an issue(that I'm still dealing with) to be looked into.


  • #48
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Any idea why an unauthorised direct debit was taken from my mothers account?


  • #49
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Should the bank be contacted? It's worrying that money would be taken without consent.
    Download speeds are now 1 Mbit at night. I'd actually be in a better position if I had never reported the fault. 


  • #50
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    tuxy wrote: »
    Should the bank be contacted? It's worrying that money would be taken without consent.
    Download speeds are now 1 Mbit at night. I'd actually be in a better position if I had never reported the fault. 
    Hi tuxy

    I was unaware that direct debit details were provided, the fastest way to revers the payment is contacting your bank for a reversal which I believe can be arranged quite easily.

    I will request removal of the direct debit from your mothers account however I have yetto have an update on the congestion issues you have raised. I have been previously advised that this is being investigated at a higher (networks) level and as soon as their findings are complete I will be notified. I have not yet been notified but I will of course request an update and let you know of any further information I obtain.

    Thanks
    Al


  • #51
    tuxy
    Closed Accounts Posts: 14,983 ✭✭✭✭tuxy


    Bank details were provided before I contacted you, we were told that it was the only way to get phone service back. Apparently it was needed to setup the new account however we were also told that we could continue to pay as normal and no direct debit would be taken from the account.
    If you can confirm that no further direct debits will be taken that would be great.

    I got a call from Eircom support yesterday. They insist on sending another engineer out on Monday. Unless my line is breaking every evening at 9pm and then repairing itself at midnight I don't see the point.


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